Customer Service

PRIVACY AND SECURITY

To complete an order, our customers must share with us their name, email, shipping and billing addresses. This information is used to create an account to process and ship your orders. We do not sell or rent this information to any third party.

We do not keep/store any of your card details at any time. Credit card payment transactions are processed by and all credit card details are submitted at their secure site.

RETURN AND EXCHANGE

We taste all teas and make a point to check every tea pot or tea ware. If you are not sure about the tea or you wanna more information, please contact us before finish your shopping ! Only not liking the tea or item is not a valid reason. Please be kind thought: If at all possible, take the minimum quantity for samples order before buying a large amount of a tea. If the order is mean for resale, try not to choose Surface shipping which too long method to ship the tea should limit damage.  All products are checked before being shipped !

Returned products must be in their original condition and packaging. If for any reason you are not completely satisfied, please contact us within 7 days of receipt of your order to arrange for a return and refund of your money. If for any reason, simply contact us by email or via our feedback form within 7 days of delivery of your order and we will gladly, exchange it, or refunds it upon receiving the complete product back to us - customer will pay return shipping back to our store in China. We can refund shipping costs only if the return is a result of our error.

TRACKING YOUR ORDERS

We will notify you by email as soon as your package has been shipped. All the products what we sell in eshop are in store. We use registered service for all types of shipping methods unless Waiver of Signature is exercised. Only Express Mail Service (EMS) shipping can be tracked (instructions and tracking number will be provided in the notification email). Others method have tracking number too but more simple!  Availability and timeliness of online tracking facility for other shipping methods solely depend on whether your national postal service provides it or not. To learn about the status of your order, please visit My Account page. Should you need documentation or invoices sent with the parcel please let us know at or before the time of purchasing.

LATE OR LOST ORDERS

In the event that delivery is late, there is a 60 days (please check up different shipping methods) waiting period from notification to Cha Wang Shop before the order please contact us and we will start investigating the matter! Please be familiar with the customs requirements of your home country so that we can avoid un-necessary and costly problems and delays. Please make sure about your shipping address ! Orders which have not been delivered by the local postal office or were not claimed at the local postal office by the clients are not subject to refund.

PACKING METHODS

The order will be shipped in an extra strength corrugated box, with the contents inside protected either by bubble wrap, or white foam board (for larger orders or when shipping fragile products) but sometimes items will arrive broken. Let us know immediately that you received broken items and we will replace them !

Please contact us if you have any special packaging request.